Refund policy

Last updated: 29 October 2026

We want you to be happy with what you buy from Urban Wheelz. If something isn't right, here's how returns work.

Change of mind returns

Skateboards, skates, protective gear, clothing and accessories: 30 days. You have 30 days from the day you receive your order to request a return. Items must be unused and unworn, with all tags attached, in the original packaging and in a condition we can resell as new.

Electric scooters: 7 days. You have 7 days from pickup or delivery to request a return. The item must be unridden, free of marks or wear, and returned with the original box, charger, manuals and all accessories.

Return postage for change of mind returns is paid by you. Please use a tracked service, as we can't refund items lost on the way back to us.

Items we can't accept as change of mind returns

Anything that has been used, ridden, worn or damaged after delivery
Electrical parts for electric scooters and e-bikes, including batteries, controllers, chargers, displays, throttles and other plug and play parts. Once connected, we can't confirm they haven't been damaged, so they can't be resold
Skateboard decks with grip tape applied at your request, or boards that have been set up
Blind bag or mystery products once the bag has been opened
Service parts, tubes and tyres once fitted
Special order items, and pre-ordered e-bikes and electric dirt bikes once collected, including parts and products ordered in at your request
Workshop labour and servicing
Gift vouchers

This list applies to change of mind returns only. It does not affect your rights if an item is faulty.

Pre-orders: e-bikes, electric dirt bikes and ordered-in electric scooters

E-bikes, electric dirt bikes and ordered-in electric scooters sold on pre-order are ordered from our supplier for you once your payment is received. We’ll give you an estimated collection date when you order.

Cancelling before we order. You can cancel for a full refund until we place your order with our supplier.

Cancelling after we order. Once your item has been ordered from our supplier, change of mind cancellations attract a cancellation fee based on our actual costs, including freight, assembly, return freight to the supplier and payment processing: up to $800 for electric dirt bikes, up to $150 for e-bikes and up to $150 for ordered-in electric scooters. The balance is refunded to your original payment method.

Delays. If we can’t have your bike ready within 8 weeks of the estimated collection date we gave you, you can cancel for a full refund.

After collection. Pre-ordered bikes can’t be returned for change of mind once collected. This doesn’t affect your rights if the bike is faulty or not as described.

Faulty, damaged or not as described

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, arrives damaged or isn't as described, we'll arrange a repair, replacement or refund as required by law. For a major failure, you can choose a refund or a replacement.

Please contact us before sending anything back so we can assess the issue. Photos or a short video of the fault help us sort it out faster. Electric scooters may need to be inspected in our Cairns workshop. Some claims are assessed with the manufacturer under their warranty, and we manage that process for you.

Return postage on fault claims. Contact us before sending anything back. For most items, you pay the return postage upfront and we’ll reimburse your reasonable costs once we or the manufacturer confirm the item is faulty, then send the repaired or replacement item back at our cost. For e-scooters, e-bikes and other large or heavy items, we’ll ask for photos or a video first and talk you through the next step. If the problem is caused by crash damage, misuse, unauthorised modification or normal wear and tear, it isn’t covered, and the item will be returned at your cost or held in store for collection.

If your order arrives damaged, let us know as soon as possible, ideally within 2 business days, and keep the packaging so we can lodge a claim with the carrier. Transit damage is covered at our cost.

Speed and range

Top speeds and range are manufacturer figures measured under test conditions. Rider weight, terrain, hills, riding mode, temperature and riding style all affect real world results. Lower real world speed or range on its own is not treated as a fault. If you think your scooter isn't performing as it should, contact us and we'll check it over.

How to start a return

Email info@urbanwheelz.com.au with your order number, the item and the reason for the return. For faults, include photos or video.
We'll reply within 2 business days with return instructions. Some products ship direct from our suppliers, so the return address may not be our Cairns store.
Pack the item securely in its original packaging and send it with tracking. Items sent back without an approved return may not be accepted.

Bought in store or picked up from us? You're welcome to bring it back to 88-90 Mulgrave Road, Cairns with your receipt.

Refunds

Once your return arrives, we'll inspect it and email you to confirm whether the refund is approved. Approved refunds are processed within 3 business days to your original payment method. Your bank may take up to 7 business days to show the funds.

Original shipping charges are not refunded for change of mind returns. Refunds for faulty items include the original shipping.

Exchanges

Need a different size or colour? Contact us first and we'll check stock. The quickest way is to return the original item and place a new order for the one you want.

Questions

Email info@urbanwheelz.com.au or call (07) 4051 3681. Our team is in the Cairns store and happy to help.